Administration Team Leader

Uncle Buck
Dartford, UK
18 May 2019
24 May 2019
Contract Type
Full Time
Administrator Team Leader

The Customer Support Team Leader is responsible for the overall performance of the Contact Centres administration through managing a team of up to 5 Customer Support Administrators. This includes managing your departments daily workload and having overall responsibility for your teams support and development (in conjunction with the Learning & Development team).

You will be working with regulatory SLA's and managing general managerial responsibilities so you will need to be able to work well under pressure and have experience in a Team Leader role for at least two years.

Duties & responsibilities:

Create and foster a high performing culture, delivering a best in class customer experience in line with Uncle Buck's Core Values, Policies and Processes.

Support the operational systems, processes and policies in support of organisations mission specifically, support better management reporting, information flow and management, business process and organisational planning.

Regular meetings with Operations Manager around department performance.

Effective Management of direct reports.

To conduct 1-2-1 performance reviews, quarterly appraisals and where appropriate, implement performance improvement plans in line with the department's training policy.

Manage staff development, ensuring staff are effectively trained and monitored to ensure competency is maintained.

Day to day management of department activities and workflow, deal with attendance and disciplinary issues and report on performance against KPI's and department targets.

General administration duties including direct communication with external and internal parties including

Other Information:

Reporting to: Operations Manager

Working hours: 38hrs pw, which involves working weekends depending upon business needs

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